Re: digital baggage receipt for flight LH*** London - Frankfurt*Main.**Checked in for t...

GetHuman-edna_dwo's customer service issue with Lufthansa from December 2018

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Re: digital baggage receipt for flight LH*** London - Frankfurt*Main.**Checked in for this flight this morning. I booked online yesterday an upgrade to business class and had printout with me. It was a surprise for my husband and babies. Once I booked the upgrade yesterday afternoon I called your office to check with a colleague who confirmed and advised me that the upgrade is for seats only and not luggage. She confirmed the luggage as * bags of *kg each for me and my husband and **kg each for my babies. I was very happy because we did not think the babies got any luggage so we're we're only taking for suitcases. I was told when we checked in at business that the upgrade was not showing and I was directed to another Luthansa college. A lady who I now know as Eva Kamya attended to me and she said there was nothing on the system. She looked at my print and said the upgrade was too cheap at £** per seat to be luthansa. As it was not on the system she could not help. I went back to the checkin where my husband and babies were waiting and we checked in as economy but at the business class counter. The lady checked my passport and we realised It was someone else's passport which I had in my possession, we quickly went to her colleague and fortunately the rightful owner who was served before me was taking on the phone by the side oblivious to the mix up. The staff gave him his passport and all sorted we went to departure. We realised when we got there in that ny husband had lost his wallet, we don't know if we dropped it while panicking about the wrong passport or dropped it later. To be honest we were so shocked habing someone's passport that I went blank. Your colleague quickly jumped of the counter as we all panicked trying to solve. As his biometric card was in his wallet we could not travel because that was proof of his residence. We rebooked for Friday to be able to get a letter from Home Office as proof. The amendment to our ticket was very expensive.**Fortunately we have received a call from a Good Samaritan who found the wallet with a receipt which had my husband's number on it. The money in the wallet is gone but I am grateful that thus person took the initiative to call instead of handing it in to loss property which would have meant us going to Home Office tomorrow.**Firstly, an upset that the confusion over the upgrade happened and don't know if perhaps it was a fake account. I will wait to receive my bank statement first to see what happened.**Secondly I am registered disabled with amputation and partially deaf (in fact I missed my flight with Luthansa in **** August due to not hearing the announcement and had to buy new ticket). I did not ask for assistance because I try to walk to strength my muscles. Today I walked almost ** mins back and forth to the gate as the staff tried so desperately to help us and bend rining Frankfurt. I am very tired and my twins are also tired. I know that you are under no obligation to help me but I would be so grateful if you coukd consider giving us an upgrade for a bit of comfort on Friday to Nigeria. It has been a very stressful day, we were shocked that without the biometric we could not travel because we travelled with Luthansa **** and no such thing was checked. I hear the rules changed recently.**I am upset because this whole problem was caused by an upgrade I thought had gone through. I don't know why the lady I spoke to in the office did not tell me and how she confirmed if it was not on the system? **We are all upset because the trip has cost us an extra £****. I would really appreciate an upgrade if you could. It woukd makes us happy and give us a good beginning to our holiday.**Thank you Madam*Sir.*Edna Dwomoh******@***.com
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Customer service issue
Reported by GetHuman-edna_dwo
Dec 5th, 2018 - a mon ago
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Dec 5th, 2018 4:33pm